Background
MorseLife previously used paper surveys that required manual data entry and digital surveys with low response rates—both of which were time-consuming and delayed action on feedback. A key issue was asking residents to give numerical scores, which often led to confusion and inaccurate responses.
As the Executive Director put it, “Residents frequently filled out the manual surveys incorrectly because we asked them to score us.” This underscored the need for a simpler, more intuitive way to capture resident sentiment—without relying on complex formats or staff time.
Plan of approach
MemoMate partnered with MorseLife’s executive team to modernize their survey process. Together, they developed a core set of open-ended survey questions and compiled a contact list of independent living residents’ family members. To prepare residents for the upcoming calls, MorseLife used Serenity Engage via Alexa Show devices installed in every resident’s room.
MemoMate then conducted fully automated phone surveys, allowing residents to respond verbally and naturally. These AI-driven conversations eliminated the need for staff facilitation while gathering richer, more personalized insights.
Key results
- Response Rate: 53% of the residents completed the survey.
- Average Call Length: 5 minutes, 40 seconds, with the longest call lasting over 15 minutes.
- Time Efficiency: All residents were reached within 10 days — an 89% reduction in time compared to the previous 3-month process.
- Operational Impact: Significantly improved survey response rates and data quality without adding work to staff.
What’s next
MemoMate will continue conducting surveys across MorseLife’s independent living, assisted living, and memory care units. After each survey, residents and families receive a follow-up text with a link to leave an online review, helping to enhance online visibility and reputation. MemoMate also offers residents the opportunity to preserve their life stories through AI-guided autobiography interviews.